Job Summary
Contribute to a hybrid model customer service function that supports store operations and digital channels through timely and accurate resolution of client inquiries. Handle rotational shifts to ensure continuous coverage for global customers while maintaining high satisfaction standards. Apply strong English communication abilities to document interactions clearly and support continuous service improvement initiatives.
Responsibilities
- Handle customer inquiries across phone chat and email channels while maintaining professional and empathetic communication to deliver accurate and timely resolutions that strengthen long term relationships and trust with the brand
- Manage service requests related to orders returns payments and store pickup experiences by following defined workflows to reduce repeat contacts and increase first contact resolution rates
- Document each interaction in the case management system with clear concise and complete information to enable transparent tracking analysis and seamless handover across hybrid teams
- Follow defined standard operating procedures for customer identification verification and data handling to protect customer information and uphold enterprise security and compliance expectations
- Collaborate with store operations teams by relaying relevant customer feedback trends so in store and online experiences can be optimized to reduce friction across the entire shopping journey
- Coordinate with internal support teams such as logistics finance and technology by raising detailed tickets and monitoring progress so customer concerns are resolved within agreed timelines
- Assist in monitoring service level indicators such as response time handling time and backlog volume to support adherence to service commitments and identify opportunities for continuous improvement
- Participate in team huddles coaching sessions and knowledge sharing forums to keep product service and policy knowledge up to date and ensure consistent responses for recurring customer scenarios
- Apply problem solving techniques to identify root causes behind common service issues and suggest practical enhancements to scripts templates and knowledge base content that reduce customer effort
- Adapt communication style to diverse customer profiles and situations including escalated interactions to defuse tension and guide conversations toward fair and company aligned outcomes
- Support quality assurance efforts by following call email and chat quality guidelines and by incorporating feedback into daily work habits to steadily improve accuracy empathy and efficiency
- Use digital tools such as customer relationship platforms ticketing systems and collaboration tools effectively in a hybrid work setting to maintain productivity and seamless teamwork
- Maintain schedule discipline in rotational shifts including evenings weekends and holidays to ensure reliable coverage for customers while respecting company standards for work life balance
Qualifications
- Possess foundational experience or academic exposure in customer service environments which enables handling of basic inquiries independently and recognition of situations that require escalation
- Demonstrate strong English verbal and written communication skills that support clear explanations active listening and precise documentation tailored to non technical and diverse customer audiences
- Exhibit familiarity with store operations concepts such as in store fulfillment stock availability order pickup and point of sale processes which helps contextualize customer concerns across channels
- Show ability to learn and navigate customer relationship platforms and ticketing tools quickly so information can be captured retrieved and updated without delays during live interactions
- Display collaborative working style suited to hybrid teams with openness to feedback cultural sensitivity and willingness to align with shared goals for customer satisfaction and operational excellence
- Illustrate capacity to work effectively in rotational shifts by maintaining focus managing energy levels and upholding consistent service quality across different time windows and workloads
Certifications Required
Preferred certification in customer service or contact center operations such as Customer Service Professional or equivalent industry recognized credential
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。
